If using the Plug_hub, click here
NOTE: The gateway does not support 5GHz networks or non-password protected Wi-Fi hotspots.
In the event that the app gives the error "Incorrect Password" while trying to join the local network, please follow these steps:
1. Confirm the password is correct.
Tip: On your mobile device, click "forget this network"; then reconnect to it; you will be prompted to enter the password again.
If you do not remember your password, please use these instructions: Resetting password.
If the above is unsuccessful, you may need to do a Wi-Fi network reset or as a last resort a network reset.
In the event that you need to do a Wi-Fi reset or Resetting the network, you must know which gateway you have before beginning. See below for instructions.
ATOM
When first powering the Gateway for a new setup, the Gateway should start broadcasting a small Wi-Fi network called Atom_####### (the numbers represent the serial number of the Gateway). The LED on the Gateway, when new out of the box, will flash one time when first powered and go out.
If the Gateway is not broadcasting the Atom_####### network do the following:
- Check the LED status of the Gateway, for a new setup, the LED would be OFF. For a Gateway trying to connect to Wi-Fi, or after it has been previously configured the LED would be blinking blue about one second apart
- Perform a Wi-Fi reset on the Gateway by doing the following:
- Quickly tap the Gateway programming button twice. When the Gateway LED starts blinking blue once per second, the Atom Network should be available. Return to the shade app, restart the process for adding a Gateway to the app and follow the prompts.
For additional support:
- App: On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested,
- Email: [email protected],
- Customer Service Team: 1-800-221-6352
Note: Responses could take up to 24 hours